Edited Transcript: A really valuable tool for most companies is to integrate loyalty analysis with metrics that firms capture internally about the customer experience. Let me give you an example. We had a client who had product changes that the customer did online. So, I as a customer would get online to change the configuration […]
Welcome to the LRC video miniseries on predictive analytics, a part of our Deep Analytics Solutions. This miniseries consists of three videos: 1. What is it? Why should you use it? 2. How do you do it? 3. How do you use it? How do you use the outcomes that we’ve generated in the second […]
One of the most impressive business leaders I’ve had the pleasure of working with was the leader of a Chase business unit offering up financial services. This business unit was in an industry that was tough. Very fragmented. No real market leader. Everyone doing about the same. He was able to break through, in part, […]
There are three key things to measure as part of a loyalty program: behaviors, the overall relationship, and experiences that drive loyalty. Let's dive into these three areas to find out what aspects of them you should measure, and why.
The easy answer: your customer is your biggest asset! They produce ongoing income. And the 30% of loyal customers represent 65% of your asset value on average. This is powerful, and means that you need to constantly be in touch with the strength of your customer relationships and how to make them healthier. Watch […]